Dive into the detail

Your Life Insurance terms and conditions

HelloHere are the terms and conditions of your Life Insurance cover (and Critical Illness, if you’ve chosen it).

They also explain how you or your family can make a claim, if it does come to that.

Remember, your policy information is always available digitally. You’ll just need to log in to your account at myvirginmoney.com to view it.

You can also email your policy details straight from your account to the people you trust. That way your loved ones have everything they need.

Any questions? We’re always here to help you. Just give us a call on 0800 294 7575.

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ContentsHow to contact us 5

Your policy 5

Paying out 5

What’s covered? 6

> Critical Illness 6

> Child Critical Illness 9

Paying for your cover 10

If you miss a payment 10

Changing your policy 10

How to claim 10

> For a critical or terminal illness 10

> For death 11

When aren’t you covered? 11

You can cancel 11

Making a complaint 12

Financial Services Compensation Scheme (FSCS) 12

Solvency II Directive Information 12

General Conditions 13

How we use your personal data 13

Glossary 20

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How to contact usClaims

0800 294 7576

For anything else

0800 294 7575

Visit

virginmoney.com

Email

enquiries@life.virginmoney.com

Write

Virgin Money Life Insurance Pegasus House Bakewell Road Peterborough PE2 6YS.

Your policyYour policy is arranged by BISL Limited and administered by BISL Limited on behalf of Scottish Friendly Assurance Society Limited. BISL Limited is authorised and regulated by the Financial Conduct Authority. Registered in England  No. 3231094.

Your policy is issued and underwritten by Scottish Friendly Assurance Society Limited and is a contract between you and Scottish Friendly Assurance Society Limited. Scottish Friendly Assurance Society Limited is a friendly society incorporated and registered under the Friendly Societies Act 1992, whose registered office is at Scottish Friendly House, 16 Blythswood Square, Glasgow G2 4HJ. Scottish Friendly Assurance Society Limited is Authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and Prudential Regulation Authority. Registration No. 110002, with permission to effect and carry out contracts of insurance.

Words in bold text are defined in our glossary.

Your policy includes the benefits specified in the Cover Details section in your policy schedule.

Paying outLife Insurance

Pays the sum assured if you (the life assured) die between the policy start date and the policy expiry date or if you are diagnosed with a terminal illness between the policy start date and 12 months before the policy expiry date.

The policy will stop when the Insurer pays a claim.

Life Insurance with Critical Illness

Pays the sum assured if the life assured dies or is diagnosed with a critical illness between the policy start date and the policy expiry date or is diagnosed with a terminal illness between the policy start date and 12 months prior to the policy expiry date.

The policy stops when the Insurer pays a claim.

Additional Critical Illness

Pays the sum assured if the life assured is diagnosed with a critical illness between the policy start date and the policy expiry date and survives for 30 days.

This benefit will stop when the Insurer pays a claim, but your life insurance will continue for the remainder of the term of your policy as long as you continue to pay premiums.

Child Critical Illness

This benefit will pay the lesser of 25% of the sum assured in respect of critical illness and £25,000 upon your child being diagnosed with a critical illness between the policy start date and the policy expiry date and survives for 28 days. The Insurer will only pay one claim per child, but will cover claims for any of your children.

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What’s covered?

Critical illnessThe critical illness cover complies with the ABI Guide to Minimum Standards for Critical Illness Cover.

The following list of conditions are covered:

Alzheimer’s disease

A definite diagnosis of Alzheimer’s disease before age 65 by a Consultant Neurologist, Psychiatrist or Geriatrician.

With permanent clinical loss of the ability to do all of the following:

> remember;

> reason; and

> perceive, understand, express and give effect to ideas.

The following are not covered:

> Other types of dementia.

Aorta graft surgery

Surgery for disease or trauma to the aorta with excision and surgical replacement of a portion of the diseased aorta with a graft.

‘Aorta’ includes the thoracic and abdominal aorta but not its branches.

The following are not covered:

> Any other surgical procedure, for example, the insertion of stents or endovascular repair.

Benign brain tumour

A non-malignant brain tumour or cyst, cranial nerves or meninges within the skull, resulting in permanent neurological deficit with persisting clinical symptoms.

The following are not covered:

> Tumours in the pituitary gland; and

> Angiomas.

Also, the requirement for permanent neurological deficit with persisting clinical symptoms will be waived if the benign brain tumour is surgically removed.

Blindness

Permanent and irreversible loss of sight to the point that, even when tested with visual aids, vision is measured at 3/60 or worse in the better eye using a Snellen eye chart.

Cancer

Any malignant tumour positively diagnosed with histological confirmation and characterised by the uncontrolled growth of malignant cells and invasion of tissue. The term malignant tumour includes leukaemia, sarcoma and lymphoma except cutaneous lymphoma (lymphoma confined to the skin).

The following are not covered:

> All cancers which are histologically classified as any of the following:

• pre-malignant;

• non-invasive;

• cancer in-situ;

• having borderline malignancy; or

• having low malignant potential.

All tumours of the prostate if not histologically classified as having a Gleason score of 7 or above or having progressed to at least clinical TNM classification T₂N₀M₀.

Chronic lymphocytic leukaemia if not histologically classified as having progressed to at least Binet Stage A.

Any skin cancer (including cutaneous lymphoma) other than malignant melanoma that has been histologically classified as having caused invasion beyond the epidermis (outer layer of skin).

Coma

A state of unconsciousness with no reaction to external stimuli or internal needs which:

> requires the use of life support systems; and

> results in permanent neurological deficit with persisting clinical symptoms.

The following is not covered:

> Coma secondary to alcohol or drug abuse.

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Coronary artery by-pass grafts

The undergoing of surgery on the advice of a Consultant Cardiologist to correct narrowing or blockage of one or more coronary arteries with by-pass grafts.

The following are not covered:

> balloon angioplasty

> atherectomy

> rotablation

> insertion of stents

> laser treatment.

Deafness

Permanent and irreversible loss of hearing to the extent that the loss is greater than 95 decibels across all frequencies in the better ear using a pure tone audiogram.

Heart attack

Death of heart muscle, due to inadequate blood supply, that has resulted in evidence of acute myocardial infarction that must include all of the following:

> New characteristic electrocardiographic changes

> The characteristic rise of cardiac enzymes or Troponins.

The following are not covered:

> Other acute coronary syndromes including but not limited to angina.

Heart valve replacement or repair

The undergoing of surgery on the advice of a Consultant Cardiologist to replace or repair one or more heart valves.

HIV infection

Infection by Human Immunodeficiency Virus resulting from:

> A blood transfusion given as part of medical treatment;

> A physical assault; or

> An incident happening during the course of performing normal duties of employment (from an eligible occupation) after the start of the policy, and satisfying all of the following:

> The incident must have been reported to appropriate authorities and have been investigated in accordance with the established procedures;

> Where HIV infection is caught through a physical assault or as a result of an incident happening during the course of performing normal duties of employment, the incident must be supported by a negative HIV antibody test taken within 5 days of the incident;

> There must be another HIV test within 12 months confirming the presence of HIV or antibodies to the virus;

and

> The incident causing infection must have happened in the United Kingdom.

For this definition, the following is not covered:

> HIV infection resulting from any other means, including sexual activity or drug abuse.

Kidney failure

Chronic and end stage failure of both kidneys to function, as a result of which regular dialysis is necessary.

Loss of limb hands or feet

Permanent physical severance of one or more hands or feet at or above the wrist or ankle joints.

Loss of speech

Total permanent and irreversible loss of the ability to speak as a result of physical injury or disease.

Major organ transplant

As a recipient of a transplant of bone marrow or of a complete heart, kidney, liver, lung, or pancreas, or whole lobe of the lung or liver, or inclusion on an official UK waiting list for such a procedure.

The following is not covered:

> Transplant of any other organs, parts of organs, tissues or cells.

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Motor neurone disease

A definite diagnosis of motor neurone disease by a Consultant Neurologist and with permanent clinical impairment of motor function.

Multiple sclerosis

A definite diagnosis of Multiple Sclerosis by a Consultant Neurologist and with current clinical impairment of motor or sensory function.

Paralysis of limbs

Total and irreversible loss of muscle function to the whole of any limb.

Parkinson’s disease

A definite diagnosis of Parkinson’s disease by a Consultant Neurologist or Consultant Geriatrician and with permanent clinical impairment of motor function with associated tremor and muscle rigidity.

The following are not covered:

> Parkinson’s disease secondary to drug abuse;

and

> other Parkinsonian syndromes.

Stroke

Death of brain tissue due to inadequate blood supply or haemorrhage within the skull that has resulted in all of the following evidence of stroke:

> Neurological deficit with persisting clinical symptoms lasting at least 24 hours; and

> Definite evidence of death tissue or haemorrhage on a brain scan.

The following is not covered:

> Transient ischaemic attack.

Third degree burns

Burns that involve damage or destruction of the skin to its full depth through to the underlying tissue and covering either:

> at least 20% of the surface area of the body;

or

> at least 20% of the surface area of the face.

Traumatic head injury

Death of brain tissue due to traumatic injury resulting in permanent neurological deficit with persisting clinical symptoms.

Extra Critical IllnessIf your policy schedule includes Critical Illness and this benefit remains in force (there has been no claim on the main Critical Illness benefit and all payments are up to date), the Insurer will also pay the lower of £20,000 or 20% of the Critical Illness sum assured specified on your policy schedule if you are diagnosed with any of the following extra critical illnesses. Any claim paid for extra critical illnesses will not affect the Critical Illness sum assured specified on your policy schedule. One claim per Life Assured, per Extra Critical Illness is allowed per policy.

Low Grade Prostate Cancer

Tumours of the prostate histologically classified as having a Gleason score between 2 and 6 inclusive provided the tumour has progressed to clinical TNM classification T₁N₀M₀; and the tumour has been treated by one of the following:

> Complete removal of the prostate

> External beam or interstitial implant radiotherapy

> Cryotherapy

> Hormone therapy

> High intensity focused ultrasound

For the above definition the following is not covered:

> Prostate cancers where the treatment is not one of the specified treatments listed above, or requires observation only.

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Carcinoma in situ of the breast - requiring surgery

Carcinoma in situ of the breast positively diagnosed with histological confirmation by biopsy together with the undergoing of surgery to remove the tumour. For the above definition, the following is not covered:

> Lobular carcinoma in situ.

Crohn’s Disease (Severe)

A definite diagnosis by a Consultant Gastroenterologist of Crohn’s disease with symptoms that have not responded to optimal therapy while under the supervision of the Consultant.

There must also be evidence of continued inflammation with all of the following:

> Stricture formation causing intestinal obstruction requiring admission to hospital;

> Fistula formation between loops of bowel or bowel to another organ;

> At least one resection of a segment of small bowel.

Angioplasty – double vessel

If you undergo any of the following procedures to treat a narrowing or blockage in two or more of the main coronary arteries:

> Balloon angioplasty

> Atherectomy

> Rotablation

> Laser treatment

> Insertion of stents.

The above procedure must have been carried out on the advice of a Consultant Cardiologist to treat severe coronary artery disease in two or more main coronary arteries at the same time. The procedure must be to treat at least 70% diameter narrowing.

If the procedure is only performed on one main coronary artery there must be at least 70% diameter narrowing in another main coronary artery.

For the purpose of this definition main coronary arteries are described as one or more of the following:

> Right coronary artery

> Left main stem

> Left anterior descending

> Circumflex.

The following are not covered:

> Procedures to any branches of any of the main coronary arteries

> Any other procedures to treat narrowing.

Ulcerative Colitis – requiring surgery

> Diagnosed with ulcerative colitis treated with total colectomy (removal of entire large bowel).

> A definite diagnosis of ulcerative colitis must be confirmed by a consultant gastroenterologist.

Child Critical IllnessThe Insurer will provide Child Critical Illness cover if the benefit is shown in your policy schedule. You can claim if your child is diagnosed with a critical illness and is aged between 30 days and 18 years on the date of diagnosis.

The amount of money payable per child will be the lower of:

> 25% of the sum assured; and

> £25,000.

Child Critical Illness cover is subject to the following conditions:

a) The child must live for at least 28 days from the date of diagnosis

b) The critical illness must not have been known to be present at birth

c) The symptoms must begin after the policy start date

d) Diagnosis must take place on or after the policy start date and on or before the policy expiry date

e) Only one claim per child will be paid under this policy

f) Child Critical Illness cover will cease on the payment of a critical illness claim in respect of the Life Assured.

g) You must have adopted or become the child’s legal guardian before the date of diagnosis.

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Paying for your coverYou will be paying us a monthly fee (premium) from the policy start date to the end of your policy term. Make a note of the payment date and the amount you will be paying. Don’t expect your payment details to change unless we get in touch to say otherwise, or if a claim is paid under your Additional Critical Illness cover and premiums for this benefit are no longer payable.

If you missed a paymentIf you stop paying, your policy will stop 29 days after your first missed payment was due, with no value and you will no longer be covered. We will contact you as soon as you miss a payment to offer an alternative way to pay.

Changing your policyYou can make some changes to your policy once you have set it up. For instance you can:

Remove Additional Critical Illness cover from your policy – your monthly payment will reduce by the cost of this cover

Change your direct debit payment date to a day of the month that suits you best

Add or amend your trust beneficiaries

We will also consider any other requests to change your policy and let you know if this is possible. Depending on the changes you want to make, you may need a new policy. The terms of your current policy and your new one might differ. If so, we will explain these before making changes.

How to claim

For a critical or terminal illnessTo claim, you or your representative must contact us in writing, by email or by telephone, within 6 months of a critical or terminal illness being diagnosed. See the “How to Contact Us” section for details.

You or your representative will be asked to complete a claim form and we could also ask for evidence to support the diagnosis. If we ask for a medical examination this will be at the Insurer’s cost.

All diagnoses and medical opinions must come from a medical specialist who:

a) holds an appointment as a Consultant at a hospital in the UK;

b) is accepted by the Insurer’s Chief Medical Officer; and

c) is a specialist in an area of medicine appropriate to the cause of the claim.

You must live for a period of 30 days after diagnosis (or the second HIV test required under the HIV claim criteria) before the Insurer can accept a critical illness claim.

Once your claim is accepted by the Insurer it will pay the sum assured to the person who is legally entitled to it and we will refund any premiums paid between the date of diagnosis and the date the claim is paid. The benefit ends when the Insurer pays the claim and the Insurer will have no further liability under the benefit following such payment.

If the Insurer does not accept a critical illness or terminal illness claim, this will not prevent a future claim being accepted. It is therefore important to pay every month and keep your policy in force while critical illness and terminal illness claims are being assessed. These will be refunded to you if your claim is paid.

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For deathThe claimant must notify us of the death of the life assured, either in writing, by email or by telephone. See the How To Contact Us section for details.

The Insurer will only pay the claim when it has received proof of the death and appropriate documentation confirming that the person claiming is legally entitled to do so.

The Insurer will pay the sum assured to the person who is legally entitled to it.

The policy will end when the claim is paid and the Insurer will have no further liability under the policy following such payment.

When aren’t you coveredThe Insurer will not pay a claim if the life assured commits suicide within 12 months of the policy start date.

The Insurer may not pay a claim for Life Insurance or Critical Illness cover, and we have the right to cancel the policy, if at the time you completed your application for the policy, or when making the claim, you fail to answer all our questions truthfully, accurately and completely to the best of your knowledge and/or you do not provide all the information we ask for.

The Insurer will not pay a claim under Critical Illness cover if the critical illness you are claiming for is caused directly or indirectly by a condition listed in the policy exclusions section of your policy schedule.

You can cancelYou have up to 30 days to inform us that you wish to cancel your policy after we have issued your policy. You can contact us in writing or by telephone. If you decide to cancel, we will refund any payments paid. If you do not cancel within the 30 days, your policy will continue as detailed in this document.

If you wish to cancel your policy after the first 30 days then you can also do this by contacting us either in writing or by telephone. You will not receive a refund of your payment if your policy is cancelled after the first 30 days.

You will not be able to make a claim once your policy has been cancelled.

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Making a complaintWe are committed to providing you with the best possible service. We recognise that sometimes things can go wrong, so if you are unhappy with something, please let us know so we can put it right as soon as possible.

You can contact us in the following ways:

By phone Call us on 0800 294 7575. We’re here from 8am to 9pm Monday to Friday, 9am to 5pm on Saturdays, and 10am to 3.30pm on Sundays.

In writing Please write to us at: Customer Relations Department Virgin Money Life Insurance Pegasus House Orton Southgate Peterborough PE2 6YS

Our complaints process Whichever way you choose to contact us, we will try to resolve your complaint by the end of the third business day and send you a summary resolution letter. If we are unable to do this, we will write to you within five business days to either tell you what we have done to resolve the problem or acknowledge your complaint and let you know when you can expect a full response. We will pass on any complaints the Insurer is required to resolve. We will let you know when we do this.

Financial Ombudsman Service If you are not satisfied with either our summary resolution or final response letter, or if eight weeks have passed since you first raised the matter with us, you have the right to refer your case to the Financial Ombudsman Service.

You can refer your complaint to the ombudsman up to six months after we have given our summary resolution or final response. They will only consider your complaint after you have tried to resolve it with us first.

Please note that if you do not refer your complaint within the six months, the Financial Ombudsman Service will not have our permission to consider your complaint and therefore will only be able to do so in very limited circumstances, for example, if it believes that the delay was as a result of exceptional circumstances.

Making a complaint will not affect your legal rights.

Contact details for the Financial Ombudsman are as follows: Financial Ombudsman Service Exchange Tower London E14 9SR

Phone 0800 023 4567 Free for people phoning from a fixed line (for example, a landline at home).

0300 123 9123 Free for mobile phone users who pay a monthly charge for calls to numbers starting 01 or 02.

Email complaint.info@financial-ombudsman.org.uk

Website www.financial-ombudsman.org.uk

Online Dispute Resolution If you bought your life insurance online, you can send your complaint to the Financial Ombudsman Service using the details above or by using the European Online Dispute Resolution (ODR) website at ec.europa.eu/odr. You will need the following information:

Our name: Virgin Money Our email: enquiries@life.virginmoney.com Our website: www.virginmoney.com Country: United Kingdom (England)

Financial Services Compensation Scheme (FSCS)Your policy is covered by the FSCS. You may be entitled to compensation from the scheme if we or the Insurer cannot meet our or its obligations under your policy.

This depends on the type of business and the circumstances of the claim.

For more information visit www.fscs.org.uk or call 0800 678 1100.

Solvency II Directive Information

Under this directive, we are required to provide you with a Solvency and Financial Condition Report, which you can access via our website.

https://www.scottishfriendly.co.uk/about-us/solvency-two

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General ConditionsThe laws of England and Wales are applicable to this policy unless:

> At the policy start date you are resident in another country in the United Kingdom, when the laws applicable to your place of residence apply; or

> You and the Insurer agree otherwise

If the life assured’s date of birth in the policy schedule is incorrect, the terms of the policy shall be cancelled and reissued based on terms that would have applied if the correct date of birth had been given. We are entitled to cancel this policy if it would not have been issued if the correct date of birth had been given.

We may make changes to the policy terms and conditions that we reasonably consider appropriate due to a change in any applicable legislation, regulation or taxation. In such cases we will notify you in advance of any changes being made.

All policy communication will be in English.

All payments should be paid in GBP from a UK bank account and all payments will be made in GBP to a UK bank account.

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How we use your personal data

Who is processing your data?Virgin Money Life Insurance is promoted by Virgin Money Personal Financial Service Ltd (VMPFS Ltd) and arranged and administered by BISL Limited. BISL Limited and VMPFS Ltd are the data controllers in relation to the data you provide and any other information they collect and hold about you. This means that they are the companies responsible for deciding how your data is processed.

This Privacy Policy describes how BISL Limited (’we’, ‘us’ ‘our’) and VMPFS Ltd use your information.

BISL Limited is part of the BGL Group of Companies and provide products and services under various brands. If you want to know more about the BGL Group of Companies and the brands that BISL Limited operates you can find out more at www.bglgroup.co.uk.

VMPFS Ltd is part of the Virgin Money Group of Companies operating under the Virgin Money brand. If you want to know more about the Virgin Money Group of Companies you can find out more on the Virgin Money website.

Data will be shared with Scottish Friendly who underwrite the policy to allow Scottish Friendly to consider your application and to deal with any claims made on your policy. Scottish Friendly will also be a data controller in relation to the data they receive from us and any additional data that they may collect about you and will be responsible for how that data is processed. They may also pass data to their re-insurer.

If you have instructed an insurance broker or intermediary to set up or manage your policy we may also exchange information with the insurance broker or intermediary in relation to the administration of your policy. The insurance broker or intermediary will be the data controller of the data they hold and their use of your data will be subject to their own privacy policy.

If you purchase a policy via a cashback website, some data may also be shared with the cashback website provider in relation to this for example to confirm your purchase. For more information you will need to read the privacy policy for the relevant cashback website.

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Where do we get the data from?From you

Most of the data that we process will be data that we collect from you directly when you request a quote. We will ask you various questions to collect the data we need for the purpose of your policy. We will not be able to provide a quote unless you answer the mandatory questions.

If you have previously held any products or services with VMPFS Ltd then we may carry out checks against data that VMPFS Ltd already hold on you. This includes data that may be needed to apply any discounts or offers that you may be entitled to from time to time as an existing customer, for fraud prevention, research and analysis and to help us assess your application for insurance. We may do this when you request a quote or when changes are made to your policy.

From your use of our website and services

We also collect data about you based on your actions, for example we collect data about how and when you use our websites, or our services so that we can build up a picture of you as a customer. This can include information such as how many quotes you have obtained for insurance from us, mouse clicks/taps, mouse movements, page scrolling and text entered into forms. This helps us to provide you with a good service and to design improvements to our products and services (including changes to our website) but is also used to help us to prevent and detect fraud.

If you contact us electronically, we may collect your electronic identifier e.g. Internet Protocol (IP) address or telephone number supplied by your service provider. This information may be used by us and/or shared with and used by the insurer to aid in the detection of fraud.

If we speak to you on the telephone we may record the telephone call and if you use our webchat service we will keep a record of the conversation. We do this so that we have an accurate record of your conversation with us. We also use this data for monitoring and quality control purposes and may use it for training purposes.

From price comparison sites

If you have been directed to us from a price comparison site then the price comparison site will have provided us with data that you entered in order to allow us to provide you with a quote.

When you purchase one of our policies through a price comparison site we will need to share some information with the price comparison site, for example, information relating to whether the policy has been purchased or the status of the policy. We will also exchange information that is necessary to help resolve any queries or complaints.

Our service providers

We or the insurer will sometimes use third parties to process personal information on our behalf. Where third parties process your personal information on our behalf, we will have a contract in place with them placing obligations on them to keep your data secure and only use it for the purposes that we authorise.

The third parties that we use may include, for example, IT service providers or market research agencies.

From other companies

As part of considering your quote, administering (including amending) your policy or dealing with any claims on your policy, we or the insurer (or the re-insurer) will exchange information about you with other companies and/or carry out checks with various databases, which is standard practice in the insurance industry. This includes:-

> Undertaking checks against publically available information such as the electoral register, County Court Judgments, bankruptcy or repossession information.

> Carrying out searches against data held by Credit Reference Agencies.

> Using information relating to you which is provided to us or the insurer or re-insurer by other parties for example other insurance companies or fraud prevention agencies.

The credit reference agencies will keep a record of the search and you may see this recorded on your credit file. If you want to check the information that the credit reference agencies hold about you then you can contact them directly.

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Existing Data

We will check our existing records to see if you have ever held a policy or obtained a quote with us or any of the brands BISL Limited administer. We will also share personal data with our other brands, other companies in the BGL Group of Companies and insurers for these purposes.

Checking and comparing this data helps us to assess your quote. This data will also be used for fraud prevention, research and analysis in accordance with the section headed “What do we use your data for?” below.

Publicly available sources

We or the insurer use some open sources of data which are not personal data (such as information about particular geographic areas) and combine this with the personal data that we hold about you (such as your own address) in order to assess insurance risk and provide you with an accurate quote.

Providing data about other people

We will sometimes need you to provide us with data about other people, for example where another person is being added to the policy as a joint policyholder. Where you give us data about someone else, you must make sure that you have made that person aware of this Privacy Policy. Where this privacy policy refers to “your data” this also includes data about anyone else named on the policy or whose data you provide us with.

What do we use your data for?The data that we hold is used for the following purposes:-

Part 1 – Providing you with a quote and administering your policy

The personal data that we use for the purposes set out in this Part includes information you provided during your quote, information about previous or existing policies held by us or the insurer, identification information, information from credit reference agencies, your policy and payment history and behavioural information that we gather from your use of our website and how you manage your policy.

Providing you with a service

As you would expect, this data is used to provide you with the service you have requested, for example a quote or an insurance policy.

We also use this data (including data held in relation to our other brands) to help us build up a picture of you as a customer. This allows us to carry out more accurate assessments of you as a customer when you apply for products with us, including creditworthiness assessments. It helps us to provide you with more relevant information such as making sure we show you the right content at the right time. We also use this information to help calculate your future quotes. This information will also be shared with the insurer for these purposes.

Data protection law says that we have to tell you the legal basis on which we process your personal data.

In relation to personal data used for the purposes described in this Part 1, we process this data because it is necessary to perform the contract that we have in place with you to provide you with the quote or the policy that you have requested.

Part 2 – Fraud Prevention

In order to prevent and detect fraud we and/or the insurer or the re-insurer may use the personal data set out above at any time to:

> Undertake credit searches;

> Check and/or share your details with fraud prevention and detection agencies; and

> Share information about you with other organisations including the police, where necessary and proportionate.

If false or inaccurate information is provided and fraud is identified, details will be passed to fraud prevention

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agencies. Law enforcement agencies may access and use this information. We, the insurer or other organisations may also access and use this information to prevent fraud and money laundering, for example when: recovering debt and tracing beneficiaries; checking details on applications for new products and dealing with claims for all types of insurance.

In relation to personal data used for the purposes described in this Part 2, we process this data because we have a legitimate business interest in carrying out these activities to protect against fraud and because there is a substantial public interest in preventing and detecting crime including fraud.

Part 3 – Other Uses of Data

Marketing

VMPFS Ltd will use your information to identify other products and services that you may find useful. (But they will only contact you if you are happy to hear from them).

Where you say you are happy to receive this material, VMPFS Ltd will use your postal address, email address and telephone number to send you marketing materials by post, email, telephone call or SMS. We and VMPFS Ltd do not pass your data to third parties for marketing purposes.

Where VMPFS Ltd have asked you about your marketing preferences, you can change your mind at any time by writing to Virgin Money, Jubilee House, Gosforth, Newcastle upon Tyne NE3 4PL. Where VMPFS Ltd do send you any marketing emails you can also unsubscribe from emails by clicking on the unsubscribe link or by contacting them.

If you tell VMPFS Ltd you don’t want to receive marketing or if they don’t ask you about your marketing preferences it means that your data will not be used for marketing.

This will not impact any communications that we need to send you for the purpose of your policy, for example, updates about your policy or information about any quotes we have provided to you.

VMPFS Ltd use the data we and they hold to help them understand their customer demographic, to help them improve the services that they provide to you and to help target advertising and marketing so that they show customers adverts or marketing which may be more relevant . VMPFS Ltd may sometimes work with carefully selected third parties to do this for example using advertising services provided by organisations such as Google and Facebook and may share data with them to

carry out this research and analysis, however VMPFS Ltd will not sell your data to third parties for them to market to you.

Your marketing preferences with VMPFS Ltd will not impact any communications that BISL Limited need to send you for the purpose of your policy, for example, updates about your policy or information about any quotes we have provided to you.

Market Research

From time to time we and VMPFS Ltd may want to use your postal address, email address and/or telephone number to contact you to assist us with our research by asking you a few questions about the service you have received or by asking if you would like to complete a review of our services. We and VMPFS Ltd may sometimes ask market research companies to contact you on our behalf.

If you would prefer us not to contact you for market research purposes then you can let us know by contacting us.

Research and Analysis Activities

We and VMPFS Ltd use data relating to your quotes or your policy, including your claims history, to carry out various research and analysis activities to help us to regularly review and improve the products and services we and VMPFS Ltd provide and carry out research relating to underwriting, claims and pricing. We also share this data with the insurer to enable them to use this data for these purposes. Where possible, data will be shared on an anonymised basis. The data will not be used to make any decisions that will affect you or any other individual.

We also use the data that we collect about you through your website usage to carry out research and analysis into usage and activities on our website to enable us to continue to improve our website and our products and services.

In relation to personal data used for the purposes described in this Part 3, we process this data because we have a legitimate business interest in carrying out these activities to promote and improve our business. We have ensured appropriate safeguards to protect your rights when processing this data for these purposes.

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Part 4 – Special Personal Data and Criminal Convictions

In order to provide your quote and administer your policy we may ask you to provide data which data protection law classifies as “special personal data”. This includes information about your health (such as any medical conditions) or information relating to criminal convictions or alleged or actual criminal offences.

Where we collect special personal data and criminal conviction or offence data to provide you with your quote and your policy, we process this data because it is in the substantial public interest to do so for the purposes of advising on, arranging, underwriting or administering an insurance contract.

It may also be necessary for us to retain a copy of any special personal data and criminal conviction or offence data for the purpose of making or defending claims or preventing or detecting crime, including fraud.

How long do we keep data?We will only keep your personal data as long as we need it and ensure it is securely destroyed when it is no longer required. We do however need to keep certain data after your policy has ended for certain periods as detailed below.

Generally, if you take out a policy with us, you can expect us to keep your data for a period of 10 years following the end of your policy unless there is a requirement for us to keep the data for longer, for example if there are any ongoing queries or claims relating to the policy.

We keep data for these periods as it plays an important part in allowing us to undertake fraud detection and prevention activities, allows us to deal with any queries or complaints that may arise regarding the quote and allow us to carry out research and analysis to help us improve our products and services (as described in the section headed “What do we use your data for?” overleaf).

Overseas Transfer of DataWe may use third party suppliers to process personal data about you. Some of these suppliers may be located in countries outside the UK which may not have equivalent laws in place to protect your personal data. For example, we use third party software suppliers to process data such as your IP address and email address. The insurer may also process personal data in countries outside the UK which may not have equivalent laws in place to protect your personal data. The insurer is a data controller in respect of any such processing.

Whenever we do use third party suppliers to process personal data about you outside the UK we will ensure that your personal data is kept securely, is only used for the purposes set out in this Privacy Policy and is afforded equivalent protection as it would be if it were processed in the UK. We do this through various mechanisms, for example making sure that European Commission approved contractual clauses are in place with the supplier or ensuring that suppliers who process personal data in the USA are signed up to the Privacy Shield arrangement. If you would like any further information you please contact us using the details in the “Contacting Us” section.

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Your RightsData protection law gives you various rights in relation to your personal data. All the rights set out below can be exercised by contacting us using the contact details set out under the “Contacting us” section following. Those rights include:-

> You have the right to ask us to provide a copy of the personal data that we hold about you. This is called a Data Subject Access Request or “DSAR”.

> You can access information about your policy and your policy documents by logging into your account. If you want to receive other personal data that BISL Limited holds then please contact us using the contact details below. When contacting us please describe the information you require and include the following: your full name, your date of birth, your full address and your quote/policy number. For security purposes we may need to ask you for further information to verify your identity. If you require information sending to different contact details to those held on your policy please include a copy of your passport or driving licence and proof of address such as a recent utility bill to assist us in verifying your identity. We might also need to ask you for additional information to help us locate the data that you are looking for.

> Once we have all the information that we need to process your DSAR, we will respond within one month unless your DSAR is very large or complex, in which case we may need to extend this period. If we need to do this we will let you know.

> If you want to make a DSAR in relation to personal data that is held by Scottish Friendly then you will need to contact them directly. You can find their details in your policy documents or you can contact them at www.scottishfriendly.co.uk/contact-us/email-enquiry

> You have the right to ask us to correct inaccurate personal data that we hold about you. If you think any of your personal data is inaccurate, please contact us and, provided we can verify your identity and are satisfied as to the accuracy of the correction requested, we will correct the relevant personal data as soon as we can.

> You have the right to request that we provide a copy of your personal data in a machine readable format or to ask us to send your personal data to another company. This applies to personal data that you have provided to us,

which we have processed electronically, such as data you entered on our website when you obtained a quote.

> You also have the right to ask us to delete personal data that we hold about you. We are obliged to delete personal data in some circumstances, such as where it is no longer needed. However, data protection laws allow us to keep the personal data if we need to, for example if the data is needed to allow us to administer your policy or if the data is needed for fraud prevention. In any case, we will retain your personal data in line with the retention periods detailed under “How long do we keep data?” overleaf.

> You have the right to ask us not to do anything with your personal data except store it in limited circumstances, such as if you and we do not agree on the accuracy of personal data and steps are required to validate it.

> You have the right to object to us processing certain personal data about you. For example, you can ask VMPFS Ltd to stop processing data for marketing or market research purposes. However, where we need to continue to process the personal data, for example to administer your policy or for fraud prevention purposes, we are not obliged to stop processing it.

> You have the right to ask to review significant decisions that we have made about you wholly by automated means. The nature of the quotes that we provide to you means that we have to use this kind of automated decision making in relation to your personal data (including special categories of personal data) to assess your quotes. This means that our computers will consider lots of different pieces of information about you and about the policy you have requested in order to calculate whether or not we are able to offer you a quote and at what price this should be. Automated decision making will be used when you request a quote, and if any changes are made to your policy. If you ask us to review the decision, we will make sure that it is examined by a human and we will confirm the outcome to you. This does not necessarily mean that the decision will be changed.

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Contacting us about data If you would like to contact us about one of your data rights set out under “Your Rights” above, then please email datarequest@bglgroup.co.uk or write to Data Requests, BGL Customer Services, Fusion House, Bretton Way, Bretton, Peterborough PE3 8BG. Please mention it relates to your Virgin Money Life Insurance policy.

If you have any other queries or concerns about this Privacy Policy, or if you would like to contact our Data Protection Officer, you can email DPO@bglgroup.co.uk or write to the Data Protection Officer at BISL Limited, Pegasus House, Bakewell Road, Orton Southgate, Peterborough PE2 6YS. Please make sure you include details of the product and brand that you are contacting the Data Protection Officer about in your email.

You can contact Virgin Money any time, using the contact details below, to discuss how they hold and use your information and your rights.

You can also contact Virgin Money’s Data Protection Officer for further information and to exercise your rights in relation to the data they hold about you by writing to Virgin Money, Jubilee House, Gosforth, Newcastle upon Tyne NE3 4PL.

Information Commissioner’s OfficeIf you have a complaint regarding how your personal data has been processed by us then please contact us first using our complaints procedure set out in the Complaints section.

You also have the right to complain to the Information Commissioner’s Office, which regulates data protection compliance. You can find more information by visiting their website www.ico.org.uk.

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GlossaryWords printed in bold text, throughout these terms and conditions are defined below:

Words that we use in the singular will also include words in the plural, and words of the masculine gender will also include those of the feminine, unless the context requires otherwise.

A reference to an Act of Parliament, or other regulation, includes any amendments or replacements after the date this policy is issued.

Application

The application you made when you bought cover from us. Part of that application included the questions we asked you to calculate your monthly payment. These questions are part of your application.

Benefit

> Cover has several benefits. A benefit is defined as:

> Life Insurance

> Life Insurance with Critical Illness

> Additional Critical Illness

> Child Critical Illness.

Child

A natural or adopted child of you and/or your spouse, partner or civil partner or any child for which either you or your spouse, partner or civil partner are the legal guardian.

Claim

A claim under the policy.

Critical illness

Any illness set out in the What’s Covered section of these terms and conditions, which meets the criteria in the critical illness section and where the life assured survives for 30 days after date of diagnosis, where the claim is being made under Additional Critical Illness cover or Child Critical Illness cover benefits.

Eligible occupation

> The emergency services – police, fire, ambulance

> The medical profession – including: administrators, cleaners, dentists, doctors, nurses and porters

> The armed forces.

Insurer

Scottish Friendly Assurance Society Limited.

Irreversible

Cannot be reasonably improved upon by medical treatment and/or surgical procedures used by the National Health Service in the UK at the time of the claim.

Life assured

The policyholder(s) named in the policy schedule covered by and the legal owner(s) of the policy.

Payment details

Your payment details which are part of your policy and detail your monthly payments.

Period of cover

The period of time from the policy start date to the policy expiry date shown in the policy schedule.

Permanent/permanently

Expected to last throughout the life of the life assured, irrespective of when the cover ends.

Permanent neurological deficit with persisting clinical symptoms

Symptoms of dysfunction in the nervous system that are present on clinical examination and expected to last throughout the life of the life assured. Symptoms that are covered include numbness, hyperaesthesia (increased sensitivity), paralysis, localised weakness, dysarthria (difficulty with speech), aphasia (inability to speak), dysphagia (difficulty in swallowing), visual impairment, difficulty in walking, lack of coordination, tremor, seizure, lethargy, dementia, delirium and coma.

Policy

The policy terms and conditions, policy schedule, statement of facts and payment details issued by us.

Policy exclusions

Specific critical illnesses or activities that are not covered under this policy and shown (where applicable) in the policy schedule.

Policy expiry date

The date the policy ends. Once a policy ends no further benefits or premiums are payable.

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Policy schedule

A schedule issued as part of this policy containing details of your cover.

Policy start date

The date when the policy starts, as shown on your policy schedule.

Premium

The amount you pay us as shown in your payment details.

Statement of Facts

All of the application questions and your answers.

Sum assured

The sum assured shown on your policy schedule.

The sum assured may remain level or decrease over the period of cover as shown in your policy schedule.

Terminal illness

A definite diagnosis by an attending Consultant of an illness that satisfies both of the following

> The illness either has no known cure or has progressed to the point where it cannot be cured; and

> In the opinion of the attending Consultant, the illness is expected to lead to death within 12 months.

Terminal Illness cover ceases 12 months prior to the end of the period of cover. (i.e. The Insurer will not pay a claim where a terminal illness is diagnosed within the last 12 months of the policy).

We, us or our

BISL Limited.

You or your

The life assured, as named in your policy schedule, or (in the event of the death of the life assured) the life assured’s legal personal representative, or any person we are satisfied is authorised to act on the life assured’s behalf.

Policy Terms and ConditionsBISL Limited is authorised and regulated by the Financial Conduct Authority. Registered in England n.o 3231094

BISL Limited Registered Office: Pegasus House,

Bakewell Road, Orton Southgate, Peterborough PE2 6YS.

Virgin Money Life Insurance is promoted by Virgin Money Personal Financial Service Ltd and arranged and administered by BISL Limited. Virgin Money Personal

Financial Service Ltd - registered in England and Wales (company no. 3072766). Registered office - Jubilee House, Gosforth, Newcastle upon Tyne NE3 4PL. BISL

Limited - registered in England and Wales (company no. 3231094). Registered office - Pegasus House, Bakewell Road, Orton Southgate, Peterborough PE2 6YS.

Virgin Money Personal Financial Service Ltd and BISL Limited are authorised and regulated by the Financial Conduct Authority. VM17813v7 (valid from 10.19)